Did you know that the CQC publish a number of ‘mythbusters’ designed to clarify exactly what they are looking for when they inspect dental practices? They debunk some popular myths, and many of them highlight the importance of compliance with policies, procedures, and training. In this article we look at the ‘Responsive’ key question.

Here at FPM, we take compliance very seriously for all of our clients, and our market-leading compliance software FPM Core exists to make life easier for healthcare professionals when storing and managing policies and procedures.

There are 4 myths that the CQC lists under the ‘Responsive’ key question. We won’t look at them all here, but some in particular can be helped by improved compliance, and awareness of policies and procedures. For example:

Dental mythbuster 20: Using language professionals and interpreters - The CQC may look at how your practice is:

• meeting the NHS Accessible Information Standard (AIS)
• complying with the Equality Act 2010
• providing registered language interpreters and registered British Sign Language (BSL) interpreters
• providing printed information in different languages.

Dental mythbuster 34: Complaints management - The CQC will seek assurance that the correct policies and procedures are being followed, for example:

• People understand how to make a complaint about a service. They are also encouraged and feel confident to do so.
• The complaints process is easy to use. People are given help and support when needed.
• The complaints process involves all parties named or involved in the complaint. There is an opportunity to be involved in the response.
• Complaints are effectively handled, including:
  o    confidentiality
  o    regular updates for the complainant
  o    a timely response and explanation of the outcome
  o    a formal record.
  o    Systems and processes protect people from discrimination, harassment or disadvantage.
  o    Complaints are logged and monitored to assess trends and shared with the wider team. They are used to learn and drive continuous improvement. Trends can help highlight where changes or improvements may be needed.

Dental mythbuster 40: Caring for people with dementia in a dental practice - When treating people with dementia, clinicians must obtain informed consent for any treatment provided. This must be in line with:

• Regulation 11: Need for consent
• GDC Standards for the Dental Team (Principle 3 - obtain valid consent).

It is important that all staff are aware of dementia to make the visit as smooth as possible for the patient. If possible, allow extra time for the consultation if you know that a person has dementia. Staff can become a Dementia Friend or attend dementia awareness sessions. They can also have formal dementia training that meets the Dementia Training Standards Framework for health and social care professionals. It is useful to undertake a dementia friendly review of your practice. You could ask somebody with dementia to come to your practice and advise you on how to improve your facilities. People with dementia may be at a higher risk of abuse. This may be physical, emotional, sexual, financial, institutional or neglect. All staff have a responsibility to recognise, respond to, report and record any concerns about the welfare of any people who are subject to abuse or neglect. This should be done in line with the practice’s safeguarding policy. 

You can read the full list of mythbusters here.

FPM support professionals in the dental sector in the following ways:

• Compliance software – discover our market-leading compliance platform FPM Core today
• Recruitment – for filling key roles at your organisation, let FPM take charge and manage the process for you
• HR – for all your employment-related queries
• Training – our Thornfields primary care experts can help you and your staff upskill and be ready for whatever the future brings